G2

Anshuman S.

Advance Software Engineer

Mid-Market (51-1000 emp.)

10/29/2026

"Cost-Effective ITSM, Automation, and Strong Atlassian Integrations"

4/5

What do you like best about Jira Service Management?

It is one of the best tools for IT Service Management (ITSM) and request-tracking platform. It is also cost-effective as it offers a free tier for small teams up to 3 agents and lower starting per-agent costs compared to big enterprises like ServiceNow. Tickets link directly to Jira software issues and have instant support with the Software engineering team. It has very good connectivity with Confluence for knowledge bases, Opsgenie for alerting, and thousands of apps in the Atlassian. The automation engine is also very smooth to automate routine triage, notifications, and status transitions. Review collected by and hosted on G2.com.

What do you dislike about Jira Service Management?

Its UI interface is a little bit complex and configuration is also deep. Their premium and enterprise versions are very costly, or you could say scaling the environment is costly. They provide variable support response times on lower tiers, and performance can degrade in heavily customized or large-scale multi-project environments. Review collected by and hosted on G2.com.

What problems is Jira Service Management solving and how is that benefiting you?

It solves our core operational issues between support, development, and business operations. It helps in tracking issues from end to end, like when the support team raises a customer issue to development, and the development team provides their update on that Jira ticket only. If the support team is not happy with the resolution, they can escalate the same ticket to the management team and also add their managers and other management personnel to the watchlist so they can track the progress of the ticket. In this way, we get rid of various email chains or other channels for tracking a single issue. We get all details in one place. All teams' tickets and issues can be tracked in a very organized way. Another issue is that our IT team loses track of who has which laptop, what software licenses are active, and what hardware needs to be decommissioned. To fix this issue, JSM has built-in Asset Management, which tracks the full lifecycle of hardware, software licenses, and employees. This makes onboarding and offboarding seamless and ensures software compliance. Review collected by and hosted on G2.com.